Customer Service

Nexflora is committed to customer satisfaction. To help further our customer service efforts, we've provided answers to many of your frequently asked questions.
If you don't see an answer to your question on the list below, please feel free to contact us

Problems with an Order

Nexflora strives to deliver excellent service on every order. Though infrequent, difficulties sometimes do arise. If any problems occur with your order, please let us know.

Orders

For your order to be processed and delivered on the required date, you must supply us with all the relevant details of the recipient including full delivery details, postcode and telephone number.
Your order will only be processed if full payment details are given. We accept payment by all major credit and debit cards. Visa Electron cards cannot be accepted online, although orders can be accepted using this type of card by calling us on 0870.7565.888 Once we receive your order we will automatically send you an email confirming your order details, you will also be issued an order reference number for any future correspondence.
Orders for any alcohol products cannot be accepted from customers or be delivered to any recipient under the age of 18 years.

Delivery Information

Every Nexflora gift bouquet is personally hand-delivered by an industry professional. For same day delivery, orders must be received before 2:00 p.m. (Monday thru Saturday) in the recipient's time zone. While Nexflora always strives for same day service, orders received after 2:00 p.m. may be delivered on the following business day.
Unfortunately, time of delivery to rural route addresses, hotels, hospitals, military bases, or cemeteries cannot be guaranteed. Should you have a specific delivery time in mind for your arrangement, simply type it into the "special instructions" field during checkout. Nexflora will do its best to accommodate your request. Also, Nexflora recommends your gift order be placed at least five days before a major holiday.

On Time Deliveries

Complete addresses and phone numbers are essential to a successful delivery. Generally, your order can be delivered across town or across the globe the very same day provided the order is received by 2:00 pm in the local time of country of destination. However, we cannot guarantee the delivery if the address is incomplete or the phone number has not been included so please double check for accuracy of all information before submitting your order

Sundays And Deliveries on National Holidays

We will attempt to complete your request for deliveries scheduled on these days. However as several of our Affiliates may be closed on these days, please provide an alternate delivery date. Otherwise we will provide for delivery on the day preceding or the day following as appropriate. Please ensure you have provided valid contact information including your phone number and e-mail address in case we need to contact you.

International Orders

European, and North American orders can generally be accommodated for same day delivery provided the order is received by 1:00 pm GST. Orders for Australia, Africa, and Asia require at least 24 hour notice for delivery. Please note that we cannot guarantee the delivery if the address is incomplete or the phone number is missing so please double check the accuracy of information before submitting your order.

Prompt Delivery Service

We pride ourselves on prompt, efficient and personalized service that you can count on to meet all your floral and gift needs. Please allow us to suggest items available for "last minute" gifts during holiday periods. To ensure availability during holiday periods, be sure to place orders as early as possible. On some rare occasions, a recipient may be located in such a rural area that no florist can appropriately service them. If this should be the case with your order, we will contact you to provide you the option of continuing with the order subject to additional charges, if you so choose.

Alternate Delivery Request

We may contact you to request a second choice regarding specific items to assure a timely delivery of your flowers or gift. We will make every effort to fill your order as closely as possible to your original selection. Seasonal and regional conditions affect the supply of flowers and plants. Specific varieties or colours may not always be available or meet our quality standards. Substitutions may be necessary to fill your floral and container requirements.

Products for Out-of-Town Deliveries

Please understand that because flowers are a perishable item dependent on seasonal availability, the designs indicated on this website represent general guidelines and are not an exact representation of what may be delivered to the recipient. If the arrangement indicates a specific type of flower such as roses or lilies, every attempt will be made to accommodate the specific flower. Otherwise, if it is an arrangement with a specific color scheme, we will substitute similar flowers of equal value to ensure that the color scheme is maintained.

Product Substitutions

Seasonal and regional conditions affect the supply of flowers. Specific varieties or colours may not always be available or meet our quality standards. In some cases, substitutions may be necessary to fill your floral and container requirements. The dimensions supplied for any arrangements are only approximations. They are not exact.

Order Changes/Cancellations

Nexflora reserves the right to change all or some of the contents or packaging to provide an item of equal or greater value without notice. All products are subject to availability.
Products may be delivered in bud to ensure longer life. Some Flowers Direct Products may be harmful - please contact us if you require further information before submitting an order.
Nexflora is unable to cancel or change orders already delivered or presently in route. If you find it necessary to cancel or change any other orders, please contact us.

Payment Options, Taxes & Fees

Nexflora.com uses the industry's leading security technology to ensure that your order will be safe and secure. Please read our Guarantee and Security and Privacy policies for more information.
Prices include applicable VAT and local delivery charges. A service fee of £4.00 will be added to every order you send.
For your convenience, nexflora.com lets you buy and send flowers with the following methods of payment:

• Visa
• Eurocarc / MasterCard
• Switch/SOLO
• American Express

Substitution Policy

While unlikely, floral substitutions are sometimes necessary due to temporary, regional availability issues. Should a substitution be required with the gift you are sending, your experienced florist will always maintain the style, theme, and color scheme of your arrangement using fresh flowers of equal value. Additionally, the substitution of certain “add on” items may be necessary due to a sudden increase in demand. In single flower arrangements – such as orchids or a rose bouquet – the Nexflora affiliate florist will make every attempt to match the flower-type, but may make substitutions of colors.

Frequently Asked Questions

What if I lost or didn't print my order confirmation?
Nexflora will always send an e-mail message confirming your order.

What happens if the flowers and/or gift container I ordered are unavailable?
Floral substitutions, while rare, are sometimes necessary due to temporary, regional availability issues. Your experienced florist will always maintain the style, theme, and color scheme of your arrangement using fresh flowers of equal value, should a substation be required. Please see our Substitution Policyfor more information.

When must I buy my gift bouquet to receive same day delivery?
For same day delivery, orders must be received before 2:00 p.m. CET (Monday thru Saturday) in the time zone where you are sending the flowers. While Nexflora always strives for same day service, orders received after 2:00 p.m. may be delivered on the following day. Please read our Delivery Policiesfor additional information.

What happens if the recipient isn't there to accept the order?
Because all Nexflora orders are personally delivered by a neighborhood florist, it's never a problem that the recipient may have stepped away during the attempted delivery.
If you have any specific instructions for the delivery of your gift bouquet, be sure to enter them into the "Special Delivery Instructions" field during check out. Otherwise, the delivering florist may choose to:

• Call the recipient to schedule an appropriate delivery time of your gift.
• Leave a note on the recipient's door asking them to contact the florist to schedule a delivery time.
• Leave the arrangement in a covered, secure area of the home (porch, garage, or other entrance).
• Leave the gift bouquet with a neighbor, and place a message on the recipient's door referring them to the neighbor who is holding their gift.

Can I send flowers to a hospital?
The florists in the Nexflora network are experienced at making deliveries to hospitals. Please make sure to include the name of the recipient, hospital name and phone number, and room number or ward of the recipient when placing your order.
Nexflora will send your gift bouquet in accordance with facility procedures, as most hospitals do not allow florists to deliver into individual rooms. Please note - many ICU patients are not permitted to receive flowers. Please check with the hospital before placing your order.

Can I place an order for international delivery?
We would be happy to help you send flowers internationally. Please contact usfor assistance with placing your order.

Disclaimer

Whilst we agree to use our reasonable endeavours to ensure that the Nexflora websie and/or the Nexflora service is fully operational and error-free we cannot guarantee this. We therefore accept no responsibility for any defects and/or interruption of the Nexflora site and/or the Nexflora Service. We shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control, (i.e.: acts of god, civil commotion, riot, flood, fire, drought) which renders the provision of the Nexflora Site and/or the Nexflora Service impossible or impractical.